Ajithkumar M
Coimbatore
Summary
Customer Support Specialist with 4+ years of experience in fast-paced tech and financial service environments. Skilled in live chat, email, and ticket-based support with proven expertise in KYC verification, fraud investigations, and account management. Adept at simplifying complex issues, resolving customer pain points efficiently, and collaborating cross-functionally with backend and QA teams to ensure seamless service delivery. Passionate about delivering “WOW” customer experiences and contributing to innovative FinTech environments like Revolut.
Overview
6
6
years of professional experience
3
3
Certifications
Work History
Senior Tech Support Engineer
United Business Interactive (formerly Ipro Inc.)
06.2023 - Current
- Handle daily live chats and emails, providing timely and empathetic assistance to players regarding account access, payments, and gameplay-related concerns.
- Manage escalation tickets via Zendesk, ensuring follow-ups and resolution in coordination with backend and product teams.
- Review and approve KYC documentation for newly registered players, ensuring compliance with verification standards.
- Conduct fraud analysis and take appropriate actions for suspicious account activities.
- Collaborate with QA teams to validate daily promotions and ensure correct offer deployment.
- Research competitor campaigns and propose data-driven promotional strategies to increase customer engagement.
- Achieved 98% CSAT rating and consistently maintained SLA adherence in high-volume environments.
Associate – Customer Service Operations
Amazon
07.2019 - 10.2022
- Delivered multi-channel customer support via email, chat, and phone, resolving order, billing, and technical queries related to Amazon Prime Video.
- Assisted customers with transaction research, video playback troubleshooting, and subscription management.
- Logged and tracked support tickets using the SIM tool, ensuring timely escalation and resolution.
- Consistently exceeded performance targets for First Contact Resolution (FCR) and Customer Satisfaction (CSAT).
- Contributed to process optimization initiatives to reduce average handle time while maintaining service quality.
Education
Master of Science (M.Sc) - Applied Electronics
PSG College of Arts and Science
01.2019
Bachelor of Science (B.Sc) - Electronics
PSG College of Arts and Science
01.2017
Skills
- Customer Support (Live Chat, Email, Zendesk)
- Fraud & Risk Investigation / KYC Verification
- Ticket Management (JIRA, Zendesk, SIM)
- Technical Troubleshooting & Analytical Thinking
- SLA Adherence & Escalation Handling
- Team Collaboration & Process Improvement
- Excellent English Communication (Written & Verbal)
- Flexible for 24/7 Shift Rotations
Certification
Course: Selenium Automation Testing using Java
Declaration
I hereby declare that the information provided above is true and accurate to the best of my knowledge.
Place: Coimbatore Signature: Ajithkumar M
Timeline
Senior Tech Support Engineer
United Business Interactive (formerly Ipro Inc.)
06.2023 - Current
Associate – Customer Service Operations
Amazon
07.2019 - 10.2022
Bachelor of Science (B.Sc) - Electronics
PSG College of Arts and Science
Master of Science (M.Sc) - Applied Electronics
PSG College of Arts and Science
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